Product Owner, Usage Squad

I. Job Responsibilities

• Own the usage backlog from first transaction, repeat spend, POS usage, ATM usage, online payment, failed transaction handling and usage stimulation
• Simplify usage journeys to reduce failed transactions, customer drop-off, merchant friction, payment complaints and inactive card buildup
• Translate pain points of customers, merchants, branches, contact centers, operations, technology and schemes into prioritized user stories and sprint outcomes
• Define usage SOP, failed transaction codes, complaint handling flow, campaign trigger rules, merchant issue escalation and payment recovery actions
• Coordinate requirements across Product, Branch, Contact Center, Operations, Technology, Risk, Marketing, CRM, card management system, switch and schemes
• Prioritize fixes that improve active card rate, transaction success rate, spend volume, transaction frequency and complaint TAT
• Work with activation squad to convert newly activated cards into first transaction and cross selling squad to trigger relevant offers
• Monitor post-release performance using transaction data, failed payment reasons, complaint trends, merchant feedback and KPI movement
• Expand card usage touchpoints and points of service by identifying, onboarding, and managing merchant, POS, digital payment, and ecosystem partners
• Manage partner performance, SLA, settlement, issue escalation, and counterparty risk in coordination with Risk, Compliance, Operations, Technology, and Legal

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II. Measurement Indicators

• Usage quality: active card rate, first transaction rate, repeat usage rate and inactive card rate
• Transaction performance: transaction volume, spend volume, transaction frequency, payment success rate and failed transaction rate
• Revenue impact: interchange income, fee income, campaign conversion and usage-driven revenue
• Operations quality: failed transaction backlog, complaint TAT, dispute TAT and incident recovery time
• Customer experience: customer NPS for usage journey, complaint rate, contact center repeat call rate, merchant acceptance issue rate
• PBT contribution: controllable opex, dispute and incident cost, risk cost, cost-to-serve, and benefit realization from payment reliability and active usage improvement
• Partner and touchpoint growth: active acceptance points, partner acquisition pipeline, partner activation rate, merchant or partner SLA achievement

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III. Key Qualifications and Experience

1. Education

• Minimum: Bachelor's Degree in Banking, Finance, Business Administration, Information Systems, Computer Science, Payment Technology or a related field
• Preferred: Master's Degree or MBA; Product Owner, payments operations, transaction processing, ITIL or cards and payments certification preferred

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2. Experience

• 5–10 years in cards, payments, payment operations, transaction processing, digital banking, product management or technology delivery
• Over 3 years in retail banking or cards in Vietnam or comparable ASEAN market, working with multiple business units and departments
• Experience owning card usage, POS payment, ATM transaction, online payment, authorization, settlement, failed transaction handling, incident recovery and dispute journeys; expanding payment acceptance touchpoints or managing merchant, POS, digital payment, or ecosystem partners is preferred
• Led squad or working team of 5 to 8 FTEs

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3. Skillsets

• Strong understanding of card usage, POS payment, ATM transaction, online payment, authorization, settlement, reconciliation, failed transaction and dispute flows
• Deep knowledge of payment reliability, transaction error codes, payment routing, switch performance and scheme rules
• Working knowledge of card management system, core banking, payment switch, NAPAS, Visa, Mastercard, CRM, digital channels, data mart and monitoring dashboard
• Strong ability to diagnose usage breakpoints using active card rate, spend volume, transaction frequency, transaction success rate, failed transaction rate, complaint TAT and incident logs
• Ability to convert payment issues into user stories, acceptance criteria, SOP, control checklist, monitoring rules, recovery actions and release plan
• Solid control mindset across fraud, disputes, chargeback, AML, sanctions, transaction monitoring, audit trail, access control and operational risk
• Knowledge of partner acquisition, merchant and POS acceptance, partner onboarding

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4. Attributes

• Strategic mindset: balance near-term delivery with long-term customer growth, retention and portfolio value
• Customer focus: understand customer, merchant, branch and contact center pain points to create reliable everyday payment usage
• Stakeholder balance: build trusted relationships across Product, Risk, Operations, Technology, Branch, Contact Center, Marketing, schemes and vendors
• Drive results: translate usage priorities into OKRs, sprint outcomes, active card uplift, spend growth, payment reliability and revenue impact
• Collaborate: work across activation and cross-selling squads to turn new cards into active, repeat and higher value customers

 

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